Role Summary
Design, implement, enhance, and support ServiceNow IT Service Management processes and capabilities aligned with ITIL 4 and CSDM.
Key Responsibilities
- Configure Incident, Major Incident, Problem, Change, Request, Knowledge, and Service Catalog capabilities.
- Design change models, risk and conflict detection, CAB Workbench, and approval policies.
- Build catalog items, record producers, variable sets, UI policies, and fulfillment flows in Flow Designer.
- Configure SLAs/OLAs, assignment rules, notifications, and escalation paths.
- Configure Service Operations Workspace (or Agent Workspace), Virtual Agent, and Performance Analytics dashboards.
- Align ITSM to CSDM (business services, technical services, service offerings) so incidents and changes link to the right CIs and services.
- Integrate ITSM with monitoring, identity, collaboration (Teams/Slack), and enterprise systems.
- Work with process owners to standardize ITIL-aligned processes; analyze metrics and recommend continual improvements.
- Support testing, upgrades, releases, and production issues.
Required Qualifications & Skills
- 3+ years of ServiceNow experience, including 2+ years of hands-on ITSM configuration (higher for L3/L4).
- Strong understanding of ITIL 4 practices and enterprise service-management processes.
- Experience with Flow Designer, Service Catalog, scripting (JavaScript/Glide), and integrations.
- Working knowledge of CSDM and how ITSM records relate to services and CIs.
- Strong requirements and stakeholder-management skills.
Preferred Qualifications
- CSA and CIS-IT Service Management (CIS-ITSM).
- ITIL 4 Foundation or higher.
- Experience with Predictive Intelligence, Now Assist for ITSM, or large-scale ITSM transformation.
Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.
- L1 (1-3 yrs): Configures catalog items, forms, notifications and SLAs under established standards.
- L2 (3-5 yrs): Independently implements Incident, Problem, Change, Request and Knowledge, including Flow Designer workflows and integrations.
- L3 (5-8 yrs): Leads ITSM workstreams, designs change models and major incident processes, and aligns ITSM to CSDM.
- L4 (8+ yrs): Leads ITSM transformation strategy, process governance and roadmap, and advises client leadership.
General Expectations
- Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
- Produce clear technical/functional documentation and follow established development, security, change, and release standards.
- Communicate effectively with technical teams, business stakeholders, and client leadership.
- Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.